Government Cloud Support Specialist — MS 365

asmexternalcareersite; Atlanta (GA); On-site; USD 65,000 - 95,000; Full time

Job summary

ASM Research seeks a Customer Support Specialist to support government cloud environments, blending technical troubleshooting with customer advocacy. You will diagnose client issues, coordinate outage mitigation, and drive continuous improvement across Microsoft 365 services.

The role emphasizes high-quality customer service, root-cause analyses, and strong documentation to support incident resolution and knowledge sharing.

Qualifications

• BS in Computer Science or other technical discipline preferred.
• 3+ years of experience in technical support or engineering roles supporting enterprise environments.
• 1+ years hands-on experience with Microsoft 365/Office 365 platform and services.
• Must maintain active TS/SCI w/FSP clearance throughout employment.

Responsibilities

• Utilize incident management systems to document ticket resolution information from multiple data sources.
• Monitor multiple channels (phone, email, Teams) and respond to meet SLA/KPI requirements.
• Resolve open cases to meet program SLA/KPI requirements through stakeholder engagement.
• Update support cases to reflect accurate metrics and provide status updates.
• Facilitate clear communication between stakeholders and teams.

Skills

Customer service

Technical troubleshooting

Root cause analysis

Documentation

Education

BS in Computer Science or related technical discipline

Tools

Microsoft 365/Office 365

Azure

Windows/Linux administration tools

Job description

ASM Research seeks a Customer Support Specialist to support government cloud environments, blending technical troubleshooting with customer advocacy. You will diagnose client issues, coordinate outage mitigation, and drive continuous improvement across Microsoft 365 services.

The role emphasizes high-quality customer service, root-cause analyses, and strong documentation to support incident resolution and knowledge sharing.